If you are unhappy with any element of our service, we want to know. We are an Appointed Representative of Everything Financial Limited and as our Principal they will take responsibility for the handling of your complaint. We endeavor to ensure that you receive a first class service but in the unlikely event that things fall short of your expectations please contact Everything Financial by your way of choice listed below.
Everything Financial have a maximum of 8 weeks within which to resolve your complaint but will always aim to resolve your complaint as quickly as possible and will keep you informed at each stage. If your complaint is resolved within business 3 days Everything Financial will send you a Summary Resolution Communication. This will outline the nature of the complaint and the steps taken to resolve it and what to do if you are not satisfied. If your complaint cannot be resolved within 3 business days you will be sent an Acknowledgement Communication, this will include a copy of the Complaints Procedure so you are aware of time scales, what to expect and details of who is handling the investigation. At the end of 8 weeks, or as soon as the complaint is resolved after the Acknowledgement Communication, you will be sent a Final Response Communication. This will outline the complaint, the investigation findings and what has been done to resolve the issues. If you are not satisfied with the outcome you may have the right to refer your complaint to the Financial Ombudsman Service for arbitration. Information about FOS and how to refer your complaint to them will be included to help you.
If Everything Financial cannot reach an agreement with you by the end of eight weeks, they will send you a letter giving reasons for the delay and an indication of when you can expect a resolution and information about how to contact the Financial Ombudsman.
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly. We and Everything Financial are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact them as soon as possible. They will try to resolve your complaint by listening to your concerns and agreeing a solution with you.
If you'd like a bit more information you can visit their website: https://www.financial-ombudsman.org.uk/